FREQUENTLY ASKED QUESTIONS

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Are there really no fees?

Absolutely, there’s nothing for you to pay beyond the shopping you’re already doing. We won’t charge fees or commissions for managing your portfolio or anything else. Certain costs may apply depending on the investment option, such as fees charged by underlying ETF fund managers and transactional and operational costs. Please see the PDS for more details.

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What support will be available?

You can email us on support@upstreet.co or call us for any urgent matters on 1300 004 256.

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What is an Exchange Traded Fund (ETF)?

An exchange traded fund (ETF) is a basket of shares from various companies, which can be bought and sold on an exchange. ETFs are typically grouped based on a specific theme or characteristic. On Upstreet you may receive fractional share rewards that are in the form of an ETF. The ETFs on our platform are as follows: FAIR, FANG, IOZ

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What if my bank account won't connect?

Bank linking is an important part of having a seamless experience on Upstreet. If your bank won’t connect (or has recently stopped connecting), there are a few possible solutions you can try. You can also contact support if you need further assistance.

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Why do you need my bank details?

If you link the cards and accounts you shop with, we can ensure you receive your fractional share rewards automatically after shopping with a particular brand using that account.

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Is there a minimum spend before I start earning shares?

No, there’s no minimum. Every eligible purchase will earn you a reward in fractional shares. How many shares or what fraction of a share you receive just depends on how much you spend and what the current share price is.

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How have you made it possible to offer fractional shares?

We purchase whole shares for our customers and put them into a unit trust on your behalf. When you're rewarded for a purchase, you'll receive units in that trust (which means you'll hold a fractional interest in the underlying shares).

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Who can open an Upstreet account?

You need to be at least 18 years of age and a permanent resident of Australia for tax purposes.

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Can I withdraw my earnings at any time?

Yes, you can make a withdrawal request at any time. There are no fees or penalties on withdrawals. However, holding on to your portfolio over time can be a great way to build its value. Simply fill out the Withdrawal form and email it to support@upstreet.co. The form can also be found in the app under Settings. Limitations apply. See the PDS for more details.

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How long will it take for my shares to appear in Upstreet?

The time between purchase and reward approval can vary between partner brands and banks; it will usually take 1-5 days.
If you made a purchase with a partner brand but haven’t received your share reward, please check if the payment method you used was linked in the Upstreet app. If you still haven’t received your reward after 5 days, please email: support@upstreet.co including a receipt of your purchase.

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Can my account be locked?

An account may be locked temporarily if we notice unusual transactions on your account, there has been a problem with processing a transaction or we need to confirm some information with you. Contact support for more information: support@upstreet.co .

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How do you handle my personal data?

We take your privacy seriously and treat your data with respect. You can read our Privacy Policy to understand our approach to data privacy. View our Privacy Policy.

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How does this affect my income tax?

Any earnings on your investments are subject to taxes according to Australian tax laws. After the end of each financial year, we will send you a single annual tax statement by email known as an Attribution Managed Trust Member Annual (AMMA) statement. Before the end of the financial year we will also ask you to provide us with your TFN, so that we can pre-populate your gains and losses to the ATO. 
For further information please see the ATO’s detailed guidance to help individuals lodge their tax returns.

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What credit or debit cards are eligible to be linked?

Not all debit and credit cards are eligible to be linked to your account. All determinations as to whether a card is eligible to be a Payment Card are at our sole discretion. Certain Mastercard and Visa cards are not eligible to be linked to your account, including, but not limited to, the following: prepaid cards, corporate cards, purchasing cards, Visa giftcards, store cards which can only be used at their respective retailers’ stores, government-administered prepaid cards, including Medicare and healthcare cards and cards that are not processed through the Visa payment system or the Mastercard payment system. In order to be eligible as a Payment Card, it must be issued by an Australian Financial Institution.

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Why can’t I link my credit or debit card?

Please ensure that it is an Australian Visa or Mastercard debit or credit card. Also, if your card is linked with a cashback provider, you are unfortunately unable to link that card to your Upstreet account. In this case, you may disconnect your card from other accounts and then link it to your Upstreet account.

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How does Upstreet secure my credit or debit card details?

Card details are not stored by Upstreet. During the registration process your card details are passed directly to either Visa or Mastercard alongside your Upstreet User ID.

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How do I link my credit or debit card in the Upstreet app?

Open the Upstreet App and click on the ‘gear’ icon in the top right corner, followed by ‘Link card and bank account’. From here click the ‘+’ icon to link your card.

GETTING STARTED WITH UPSTREET

Who can open an Upstreet account?

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You need to be at least 18 years of age and an Australian citizen or Permanent Resident or a visa resident of Australia for tax purposes.

Do you support Paypal Integration?

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No, but customers can link their underlying bank and card details.

How long will it take for my shares to appear in Upstreet?

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The time between purchase and reward approval can vary between partner brands and banks; it will usually take 1-5 days. If you made a purchase with a partner brand but haven’t received your share reward, please check if the payment method you used was linked in the Upstreet app. If you still haven’t received your reward after 5 days, please email: support@upstreet.co including a receipt of your purchase.

What is an Exchange Traded Fund?

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An exchange traded fund (ETF) is a basket of shares from various companies, which can be bought and sold on an exchange. ETFs are typically grouped based on a specific theme or characteristic. On Upstreet you may receive fractional share rewards that are in the form of an ETF. The ETFs on our platform are as follows: FAIR, FANG, IOZ

How have you made it possible to offer fractional shares?

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We purchase whole shares for our customers and put them into a unit trust on your behalf. When you're rewarded for a purchase, you'll receive units in that trust (which means you'll hold a fractional interest in the underlying shares).

What support will be available?

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You can email us on support@upstreet.co or call us for any urgent matters on 1300 004 256.

Why am I not receiving emails from Upstreet?

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It might be because they are going to your junk/spam folder. Please check these folders. If you don't see them there, please email us at support@upstreet.co

Can I withdraw my earnings at any time?

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Yes, you may sell your shares through Upstreet for free by emailing support@upstreet.co. In order to assist us in processing your request please fill out the withdrawal form and submit it with your request. Limitations apply. See the PDS for more details.

MY ACCOUNT

Are there really no fees?

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Absolutely, there’s nothing for you to pay beyond the shopping you’re already doing. We won’t charge fees or commissions for managing your portfolio or anything else. Certain costs may apply depending on the investment option, such as fees charged by underlying ETF fund managers and transactional and operational costs. Please see the PDS for more details.

Is there a minimum spend before I start earning shares?

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No, there’s no minimum. Every eligible purchase will earn you a reward in fractional shares. How many shares or what fraction of a share you receive just depends on how much you spend and what the current share price is.

Can my account be locked?

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An account may be locked temporarily if we notice unusual transactions on your account, there has been a problem with processing a transaction or we need to confirm some information with you. Contact support for more information: support@upstreet.co .

How do you handle my personal data?

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We take your privacy seriously and treat your data with respect. You can read our Privacy Policy to understand our approach to data privacy. View our Privacy Policy.

How does this affect my income tax?

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Any earnings on your investments are subject to taxes according to Australian tax laws. After the end of each financial year, we will send you a single annual tax statement by email known as an Attribution Managed Trust Member Annual (AMMA) statement. Before the end of the financial year we will also ask you to provide us with your TFN, so that we can pre-populate your gains and losses to the ATO.  

For further information please see the ATO’s detailed guidance to help individuals lodge their tax returns.

MOONSHOT

Who can play Moonshot? (i.e., who is an eligible player)

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Eligible players must:
- Be above 18 years old, and
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Australian citizen, Permanent Resident or a visa resident of Australia, and
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Reside in NSW, ACT, TAS, QLD and VIC. (Unfortunately, you are unable to play if you live in WA, SA or NT, however, if you do live in these states, you can still use Upstreet to earn shares as you shop.)

Once you win fractional shares, you’ll be prompted to either login or sign up to the Upstreet app. 

Once you have an Upstreet account, you’ll be able to see all your winnings from Moonshot on the ‘Portfolio’ screen.

Does it cost money to play Moonshot?

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No.  Moonshot is completely free to play! You can play and win every 24 hours and see your winnings in the Upstreet app. 

How does Moonshot work?

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Moonshot is a free to play game where eligible players* win every time. You can play every 24 hours and win up to $100 in an Upstreet investment. To see and redeem your winnings, you need an Upstreet account. 
*See the answer to the FAQ “Who can play Moonshot?” for more details on who is an eligible player.

How frequently can I play?

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Eligible players* can play every 24 hours.
*See the answer to the FAQ “Who can play Moonshot?” for more details on who is an eligible player.

Can I withdraw my fractional shares?

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Yes. You may sell your shares through the Upstreet app, for free.  Simply email support@upstreet.co. Limitations apply. See the Upstreet PDS for more details. 

GOOGLE CHROME EXTENSION

What is the Google Chrome Extension?

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The Google Chrome extension is an add-on to your Chrome browser which allows you to shop at Upstreet participating companies using your computer. See below for how to install and use this add-on.

How do I download the Google Chrome Extension?

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Step 1: Click here to install the Chrome extension on your computer. (This will add the Upstreet icon onto the top right hand side of your screen.)
Step 2:
Click the Upstreet icon on the top right hand side of your screen and go through the Upstreet login process. (Now you have the same access to shop at Upstreet participating brands, through your computer, as you do with the Upstreet app. )
Step 3: There are two ways to start shopping:
a. Click on the Upstreet icon and choose the brand you want to shop with.
b. Visit a participating online brand, a small pop-up will appear in the top right hand corner of your browser. For more details please refer to 'How do I know my Google Chrome Extension is working?' FAQ.

How do I know my Google Chrome Extension is working?

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Step 1: Visit a participating online brand. For example, when you visit Lululemon.com.au, a small pop-up notification will come up in the top right hand corner of your computer:

Google Chrome Extension displaying on website

Step 2: Click on the pink ‘Earn shares now’ button. 
Step 3:
Watch as the button turns green and switches to “Activated”. A green “Activated” button means that you can earn fractional share rewards with your purchase!
NOTE: Every time you visit a brand’s website, you need to activate the Upstreet Chrome Extension to receive your fractional share rewards from Upstreet.

Google Chrome Extension displaying on website and being activated

Step 4: Shop normally at the brand’s website. 
NOTE: The brand may ask you to create an account with them and input a form of payment. You will receive a reward transaction notification via your app within 24 hours.

My Google Chrome Extension isn't working, what should I do?

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Step 1: Open your Google Chrome Extension settings page (chrome://extensions) to check whether you have downloaded the Upstreet Chrome extension correctly. If not, please download the extension here.
Step 2:
Ensure the slider circled below is blue:

Google Chrome Extension enabled in browser

CARD LINKING

How do I link my credit or debit card in the Upstreet app?

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Open the Upstreet App, click ‘Profile’, go to ‘Link card or bank account’ and click the ‘+’ icon to link your card.

What credit or debit cards are eligible to be linked?

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Not all debit and credit cards are eligible to be linked to your account. All determinations as to whether a card is eligible to be a Payment Card are at our sole discretion. Certain Mastercard and Visa cards are not eligible to be linked to your account, including, but not limited to, the following: prepaid cards, corporate cards, purchasing cards, Visa giftcards, store cards which can only be used at their respective retailers’ stores, government-administered prepaid cards, including Medicare and healthcare cards and cards that are not processed through the Visa payment system or the Mastercard payment system. In order to be eligible as a Payment Card, it must be issued by an Australian Financial Institution.

Why can't I link my credit or debit card?

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Please ensure that it is an Australian Visa or Mastercard debit or credit card. Also, if your card is linked with a cashback provider, you are unfortunately unable to link that card to your Upstreet account. In this case, you may disconnect your card from other accounts and then link it to your Upstreet account.

How does Upstreet secure my credit or debt card details?

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Card details are not stored by Upstreet. During the registration process your card details are passed directly to either Visa or Mastercard alongside your Upstreet User ID.

Can I make payments via PayPal and get fractional share rewards?

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Yes and no. Please read below for details. Unfortunately, we don’t offer PayPal as a payment option.  That being said, you have three options to receive shares next time: 
1) If you linked a bank account to your PayPal account: Link that bank account to your Upstreet account.
2) If you linked a credit/debit card to your PayPal account: Link the credit/debit card’s underlying bank account to your Upstreet account. 
3) If you prefer not to link your bank account to Upstreet: Change your payment method to a Visa/MC credit/debit card on the brand’s platform (e.g., Marley Spoon’s website) and link that same payment method on your Upstreet Account. You can link up to 4 credit/debit cards on the Upstreet app.

BANK LINKING

What if my bank account won't connect?

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Bank linking is an important part of having a seamless experience on Upstreet. If your bank won’t connect (or has recently stopped connecting), there are a few possible solutions you can try. You can also contact support if you need further assistance.

Why do you need my bank details?

Plus icon

If you link the cards and accounts you shop with, we can ensure you receive your fractional share rewards automatically after shopping with a particular brand using that account.

Still have questions? Email us at support@upstreet.co

Disclaimer
This website is operated by ESC Operations Pty Ltd (ACN 635 424 538, AR 1283 677) (Upstreet), who is an authorised representative of Cache Investment Management Pty Ltd (ACN 624 306 430 AFSL 514 360) (Cache). The financial products described on this website will be issued by third parties, as disclosed in the relevant PDS. All information is general information only and does not take into account your personal circumstances, financial situation or needs. Before making a financial decision, you should read the relevant product disclosure statement and consider whether the product is right for you and whether you should obtain advice from a professional financial adviser.